How to update list columns in Service Operations Workspace

[dwerner]

  Hi there.  I am having a heck of a time trying to figure out how to update the list columns in SOW (Service Operations Workspace).  Here's what I am talking about:

1. Click on All > Workspace Experience > Workspaces > Service Operations Workspace
2. Click on the Add (plus) icon, select New Interaction
3. In the Location field populate a location, in our system I am using "110"
4. Click the Open Record (the "i" in the circle) icon, the location information will load in a new tab.
5. Click on Related Records
6. Click on Incidents, Projects, Project Tasks, Enhancements, or Catalog Tasks.  All of these lists display the columns: Number, Action Status, Active, Activity Due, Additional Assignee List... the generic columns for lists, which, of course, provide no value at all.
   
   

  I am trying to update these columns globally to display useful information.  For incidents, I have tried going to the incident list, changing the view to Service Operations Workspace, configuring list layout, and making the changes there, this does not update the columns in SOW.  

  So, now I'm stuck.  If you know how to update those columns globally please share with the rest of us.  I'm sure it's something obvious that I am missing.  To sweeten the pot, if you are local to the Seattle area there is a tasty rotisserie chicken it in for you.  If you are not local to the Seattle area I'll be sure to give that rotisserie chicken a good home for you... in my belly!

  We are on Washington DC Patch 7a.

Thanks,
Dustin

[dwerner]

 I reset the columns and it had no effect.  

[dwerner]

I tried restoring the columns to default, this did not help.

Dustin

[dwerner]

  I tried to the instructions in KB0960367 but this did not help.  I opened a case with ServiceNow support for this question.  I will post anything useful I get from that case here.

[dwerner · Accepted solution]

  I finally have a solution to this.  I had to open a case with ServiceNow support to get the answer.  Here's how you do this:

1. Identify the table and view in use:
   1. Bring up Developer Tools in Chrome: Customize and Control menu, More Tools, Developer Tools, or press Ctrl - Shift - I
   2. In developer tools select the Network tab
   3. Go to the list where you want to update the columns.
   4. In ServiceNow click on something else, in developer tools click the clear button , in ServiceNow click on the list you want to update.
   5. In developer tools click on graphql, the variables for table and view will display in the Payload tab. Make a note of these variables.
      
      
      
      
2. Set the columns for how you want them to be viewed by everyone
   1. From the list you want to update, click on List Actions (gear icon) and select Edit Columns
   2. Set the columns to the way you would like them to be globally
   3. When done, click OK
3. Locate the view and update it:
   1. In ServiceNow go to System UI > Views
   2. Search for the view found in the previous section
   3. Click on the view and go to the Lists tab
   4. Search for the table found in the previous section
   5. Look for your name in the User column, once found, display the record
   6. Remove your name from the User field and save the record.  A record with no user associated with it becomes the system default.

[Mike McCall]

I haven't tried using Developer Tools, but this might be something you could update using the UX List records. This other post helped me just now: Configuring Lists in Configurable Workspace

EDIT: I should have read the original post better; I guess UX Lists won't work for the related lists within a form. Oops!